>OUR POLICIES AND PROCEDURES<

The policies and procedures implemented by Fiona Lester, trading as ‘The Cat Lady' are designed to ensure the best possible care for both clients and cats. We value our clients' trust in our expertise and experience. 

 

Client Communication
Please contact us on Whatsapp 07979737317 or email fionathecatlady@gmail.com.  All questions, issues, and schedule changes of any kind must be communicated directly with the office.
Our regular office hours are Monday through Friday from 8am to 8pm. During this time ‘The Cat Lady' management processes online requests and answers messages and emails within 24 hours. Outside of this time communications are monitored for Major Emergencies only.

 

Prices
‘The Cat Lady' reserves the right to change service rates at any time. Our rates are typically adjusted on Jan 1st each year. Surcharges will be added for certain dates and in areas outside of our catchment. See Prices page on our website for more details.

 

Payment
‘The Cat Lady' accepts payment via credit/debit card via our secure online system, or by Bank Transfer. Payment is required 7 days prior to any booking.  Services WILL NOT be provided if payment is not received prior to the start of services.

 

Cancellation Policy
Cancellation terms apply to your entire reservation for consecutive days. Keep in mind; special rules apply for bookings between December 18 and January 1st.
•    Cancelling with less than 48 hours notice will result in a full charge.
•    Cancelling with 2-7 days notice will result in a 50% charge, with the remaining 50% credited to your account.
•    Cancelling more than 7 days in advance will result in a full credit to your account, refunded upon request.
*For bookings between December 18th and January 1st:
•    Cancelling more than 7 days in advance will result in a 50% charge, with the remaining 50% credited to your account.
•    Cancelling less than 7 days in advance will result in a full charge.
No deductions or refunds will be made for late departure or early return.

 

Minimum Service Requirements
‘The Cat Lady' strictly requires a minimum of once per day visits for cats in our care. We have the right to decline service at anytime if we feel that an adequate schedule has not been booked to allow for cat care that is in line with the high standards of ‘The Cat Lady' cat care.

 

Online Profile (required)
It is the client's responsibility to provide all necessary information for the care of cats and the home via our Precise Petcare Secure Online Profile. The client is solely responsible for keeping the information in the profile up-to-date and accurate at all times. Completing the online profile is mandatory before scheduling any new client consultations. Physical notes left in the property are not a substitute for entering information on the profile.

 

Consultation
Before providing services, a consultation is required, which is charged at the standard rate for a 30-minute visit. Additional meetings may be required if any additional cat(s) are added to the household. 

 

Client Type
*Option 1: Priority Services – The client entrusts their keys to us and we offer priority when booking. We can guarantee availability almost always, with the exception of school holidays. During these times of extremely high demand, availability may be limited and booking in advance is highly recommended. 

This option offers the convenience and peace of mind of not having to worry about availability for most of the time, and priority for short notice bookings. Holding keys is a standard practice in the pet care industry. Keys are not stored with any personal information, but tagged with a code, which is stored in secure software.

*This option should also be selected if you have a key lock box on your property.

*Option 2: Casual Services - The client has their keys returned after each booking and books services on a first-come, first-served basis. This option offers the client the choice to manage their own keys, but availability may be limited at any time, especially at short notice, and they will need to make sure we have their keys to carry out services.

 

Key Management
For safety reasons, ‘The Cat Lady' requires two keys for your home. This will ensure that we are able to enter and exit the property without any issues, even if one set of keys is misplaced, lost or broken. Both keys must allow entry to the property via normal means. Holding keys is a standard practice in the pet care industry. Keys are not stored with any personal information, but tagged with a code, which is stored in secure software. If you prefer your keys are returned, they will be put through the letterbox upon completion of your booking. Please ensure you have a backup key-holder in case you are delayed returning home.

 

Service Providers
Cat Sitting services are provided by managers & employees of ‘The Cat Lady' only. Visit(s) may be reassigned to another employee sitter or ‘The Cat Lady' management at ANY TIME due to factors beyond the control of ‘The Cat Lady'. We do not allow sharing responsibilities with other service providers outside of ‘The Cat Lady' at any time. 

 

Property Access 
If another individual enters your property (neighbours, friends, family, cleaners, gardeners, workers etc) at any time while your cat(s) are under our care, we will not be held liable for the security of your home, any damage or loss to your home, or for ensuring your cat(s) routines are followed. This will apply to the entirety of your booking.

 

Emergency Contact - Household
You are strongly advised to provide the name and number of a trusted person and/or maintenance company you can rely on to attend to any household emergencies that may arise during your absence. This includes but is not limited to; leaking pipes, flooding, malfunctioning water heaters and heating and air units.

 

Emergency Contact - Cats
All clients must provide the name and number of a trusted person who is able and willing to take over the care of your cat in an emergency.

 

Unexpected Guests
‘The Cat Lady' will not carry out services in a property where there are any individuals not related to ‘The Cat Lady' present without prior arrangement. If a person who is not a professional service is either at your home when we arrive, or arrives at your home while we are there, the visit will be terminated and you will still be charged. We cannot carry out booking with family members staying in the home for insurance purposes. Should you need a pop-in care visit for medical reasons, or for an elderly relative, please contact us to discuss prior to booking.

 

Delayed Return
If your flights or other means of transportation are delayed or plans are changed during the contracted cat visit period, ‘The Cat Lady' must be alerted immediately, so as to accommodate the cat's needs with additional visits until you are safely back home. Rates will apply for additional visits, and client agrees to pay the unpaid portion upon his/her return home within seventy two (72) hours of the final visit.

 

Visit Length and Arrival Times
The length of the visit may differ by up to 5 minutes from the scheduled time. The visit begins when the sitter arrives and ends when the sitter finishes securing the home. Time spent entering and exiting your home, and dealing with bins is included in the scheduled visit length. The sitter will arrive within the 4-hour time block booked. If at any time the sitter feels their presence in the home is having a stressful or detrimental effect on your cat(s) they will complete care instructions, and leave. If there are no cats home, ‘The Cat Lady' will endeavour to call them home for 10 minutes before leaving. At times of extremely high demand, i.e. Christmas, visits may be cut shorter at ‘The Cat Lady's discretion, but will not compromise the care of the cat(s).
 
House Cleanliness
It is your responsibility to ensure your home is safe for our employees to work in. Areas used to take care of your cats must be accessable and safe. ‘The Cat Lady' will clean up after your Cats to the best of our ability. ‘The Cat Lady' is not responsible for carpet/flooring stains created by your cat(s). We request that you provide plastic bags, towels, cleaning products, paper towels, and rubbish bags. If there are accidents above and beyond the normal amount anticipated, ‘The Cat Lady' will charge an excessive cleaning fee for clean up time. ‘The Cat Lady' requires that all cat areas are left clean and tidy when you leave home. Failure to do so will incur a cleaning charge. ‘The Cat Lady' requires client have fully stocked cat food, poo bags, litter, paper towels, scooper, litter tray/box, bin bags, disinfectant sprays/wipes, and any/all other cleaning supplies to properly feed and clean up after client's cat(s). If the client does not have adequate cleaning supplies in the home while ‘The Cat Lady' is contracted to provide care for the cat(s), ‘The Cat Lady' will use the best judgment to clean up any messes left by the client's cat(s).

 

Medication 
‘The Cat Lady' will administer medication as directed, either orally or mixed in with food, but will not be held responsible for any issues that may arise. If the cat refuses to take the medication, ‘The Cat Lady' may contact the client's emergency contact or seek help from a vet at the client's expense. ‘The Cat Lady' reserves the right to make this decision at their discretion.
‘The Cat Lady' will not provide service for any cat that has any form of active contagious illness. 

 

Veterinary Emergencies
‘The Cat Lady' reserves the right to consult a veterinarian or transport a cat to see a veterinarian in the event of illness, injury, or suspected illness, such as changes in toileting or eating habits, or behaviour. Bookings will not be accepted without a Vet Authorisation form. The client will always be consulted before a decision is made to seek medical help, and is responsible for all veterinary care fees, including emergency fees. ‘The Cat Lady' will attempt to contact the client's preferred veterinarian, but this is not guaranteed. ‘The Cat Lady' may contact the client's emergency contact or a mobile veterinarian if attempts to capture or transport the cat prove unsuccessful. ‘The Cat Lady' will not be held responsible for any issues that may arise while attempting to transport a cat to a vet, and cannot guarantee transportation of aggressive cats. One veterinary visit of no more than 2 hours is included at no extra cost, additional time will be billed at the hourly rate and any further necessary visits can be arranged at a charge. ‘The Cat Lady' is not responsible for any fees associated with veterinary treatment while the cat is under ‘The Cat Lady's' care.

 

Outside Dangers
‘The Cat Lady' does not accept responsibility or liability for any cat(s) that become lost or injured, fatal or otherwise, whether as a result of having permitted outside access, or escaping as ‘The Cat Lady' sitter enters or exits the property. You must inform us during your consultation if your cat is prone to escaping. We will then discuss available options and take all necessary measures to help prevent them from escaping. ‘The Cat Lady' understands that some clients may want their cats to have access to the outdoors while they are away, or may have cats that live exclusively outdoors. However, ‘The Cat Lady' does not support unsupervised outdoor access or 24-hour outdoor living for cats. The client is responsible for ensuring the safety and security of their house and garden, including properly securing fences, gates, and latches to contain the cats. ‘The Cat Lady' will provide scheduled visits but will not be held responsible for any injury, disappearance, or death that may occur to the cats.

 

Security Cameras / CCTV
‘The Cat Lady' believes that clients have the right to use security cameras to monitor their home and cat activity, and encourages their use to better protect their property. Clients are required to inform ‘The Cat Lady' of any electronic surveillance cameras or recording equipment on their property. Failure to disclose this information is a violation of ‘The Cat Lady's' service agreement and may result in the termination of visits. ‘The Cat Lady' does not permit the use or distribution of footage of ‘The Cat Lady' employees outside of the client's own security needs.

 

Thermostats
Please leave your thermostat settings within a normal comfortable range. 15-22 degrees for cats is appropriate. Vets do not recommend less than 10 degrees for health reasons. If the house temperature is below this temperature, ‘The Cat Lady' will adjust the thermostat to ensure the health and comfort of your cat(s).

 

Unforeseen Purchases
It is your responsibility to provide all needed food and supplies for your cat(s).  If ‘The Cat Lady' needs to purchase supplies you will be billed for such supplies, plus the cost of an additional 30-minute visit to account for time and fuel. Purchase receipt will be provided. Payment for such items shall be paid within three (3) consecutive calendar days after the contracted final visit.

 

Access Issues
‘The Cat Lady' uses the best judgment in caring for your Cats(s) and home at the time of inclement weather.  In the event of conditions beyond ‘The Cat Lady's control including, but not limited to: fuel shortages, hazardous weather, property access problems, ‘The Cat Lady' reserves the right to cancel services and contact emergency contact to take over care where necessary.

 

Sitter Injury
It is the client's responsibility to disclose all previous bite, aggression, and health history of their cat(s). It is also the client's responsibility to disclose ALL possible safety hazards in and around their home.  If a cat care provider of ‘The Cat Lady' is bitten or exposed to any disease or ailment received from the client's cat(s) the client will be responsible for all costs and damages that may be incurred as a result.  This includes the owner of ‘The Cat Lady', employees, and independent contractors.   It is the client's responsibility to provide a safe and hazard free environment for cat caregivers as well as their cat(s). If a cat has a history of biting or other aggressive behaviour, we reserve the right to refuse services. Client will be liable for the loss of earnings that result from an animal bite. ‘The Cat Lady' reserves the right to terminate any visit if an injury is incurred due to an aggressive cat, or if the sitter feels in danger of an attack.

 

Damage to Client Property
‘The Cat Lady' is NOT responsible for any damage done to client's property by your cat(s).  If your Cat Sitter damages something in your home, please report it to the ‘The Cat Lady' office, with photographs within 12 hours of arriving home.  ‘The Cat Lady' requires that an invoice, receipt, or estimate for repairs be provided to us within 30 days of the incident.  We will provide a credit to your account that will apply to any future services booked.

 

Termination of Services
‘The Cat Lady' reserves the right to end this agreement at any point if they determine that the client's cat poses a risk to their cat sitter's health or safety. If there are any safety issues that prevent ‘The Cat Lady' from caring for the cat, the client allows us to reach out to the emergency contact to continue care or place the cat in a boarding facility, with the client being responsible for all charges.

 

Advertising
Photos or Videos of your cat may be used by ‘The Cat Lady' for advertising purposes:  On our website, social media, emails, or printed advertisement. If you do NOT wish your cat(s) photos and/or videos to be used, please notify us in writing and we will make note of it in your profile.

 

Privacy Policy
All of your information will be kept private and confidential. ‘The Cat Lady' highly respects our clients entrusting us with the care of their home and cat(s). Information will not be shared unless requested in writing by the client or by subpoena of law enforcement agencies.